Process
Read about Netsurvey's process for customer surveys
Netsurvey's process for employee surveys - step by step
Startup work
The goal of the startup work is that all decisions are clear about content and time scale. For the work to be effective, you need a project group which draws up the basic plan and makes decisions.
A good composition for a project group for an employee surveys is - apart from the project manager, who either comes from HR or from communications - an HR administrator, a representative from internal communications and someone responsible for IT issues.
Together with Netsurvey's project manager, you'll go through the whole process and agree all the important dates in the project plan. The project group is responsible for seeing that everything is ready in time to start work.
Questions, reporting structure and language are the basic issues within the project, but how the survey is communicated is also important. The result of good communications work is reflected by a high response rate, so you have to create ownership of the survey amongst the managers before you communicate with all other employees. As our surveys and reports are carried out online, and because we use e-mail as a channel of communication, it may be appropriate for IT to be involved, in order to ensure that nothing gets stuck in spam filters and that everyone has the opportunity to carry out the survey painlessly.
Production, data collection and reporting
Netsurvey's production managers develop the tools for data collection and for formulating report structures, according to the decisions made by your project group together with Netsurvey. After that, a thorough test is started. All projects are unique in their own way and there are therefore no short cuts when it comes to testing. Firstly, we carry out internal tests within Netsurvey in order to send test links afterwards to the project group and others, who will take part in checking that everything is in order. When the data collection begins, you and all the other managers will have access to a report showing how many people have replied in each group. At designated intervals, reminders are sent to those who have not replied. After the data collection is complete, and before we begin the programme which summarises all reports, and calculates the different indexes included, the raw data is checked over. After this, Netsurvey carries out new tests, focusing on the anonymity of the reports. There are strict rules in the employee surveys about who is to receive which reports, as it is important to test the anonymity rules, both for the work groups and the summary reports. The e-mail letter with report links is sent, after the completed tests, to all the recipients defined. Netsurvey's support is also prepared in advance for the fact that there may be some discussions held with regard to employee surveys. The most common questions are about why somebody can't receive a report, or about different summary reports for which the anonymity rules may be somewhat tricky.
Analysis and presentation
At the same time as managers go through their reports in order to see what strengths and areas for development they have to work with, an intensive analsysis of the total result begins. Netsurvey's project managers and production managers work to a well tested template for analysing an employee survey. An important part of the analysis work in the survey is the meeting with the Managing Director, where the Managing Director talks about his or her strategic priorities which are the basis of our analysis. There will be a lot of material to read, and a number of different statistical analyses have to be carried out before the project manager can put together his or her presentation to the senior management.
Feedback and next steps
With Netsurvey's well tested process for feedback, your managers receive good support for feeding back the results to their employees. In support of the feeback, managers have Netsurvey's smart reports which have calculated the group's strengths and areas of improvement. For employee surveys, we recommend that groups with low results receive support in the feedback work from a supervisor who is internal. As a part of the process, Netsurvey trains internal supervisors who will be available to support your managers during the feedback work. On average, between 10% and 15% of the managers usually require help with the feedback.
Follow up
Once managers have fed back their results and have identified their activities, they log into the system and register what activities they will carry out. With all management plans collected in one place and connected to questions in the employee survey, you will have an overarching picture of the activities underway in your organisation. The reports show both the proportion of people in management positions who have done their feedback and how long it has take everyone to carry this out. All activities can be reported both by question and by function in order for you to be able to choose what suits your organisation best.
Summarisation
Netsurvey's work process for employee surveys is developed in order to support and facilitate your work in carrying out the survey. With the help of Netsurvey's "tools" we make many stages in the process effective and therefore save both time and money. By having a clear process, where we have distributed the responsibility for all stages and have agreed together the time scale, we can deliver high quality at a reasonable price.
Netsurvey's process for customer surveys - step by step
Start up work
The aim of the start up work is that all decisions are clear about content and time scale. For the work to be effective, you need a project group which draws up the basic plan and makes decisions.
A good project group for customer surveys is: project manager from the sales or marketing department, administrator, representatives for internal and external communications.
Together with Netsurvey's project manager, you'll go through the whole process and agree all the important dates in the project plan. The project group is responsible for seeing that everything is ready in time to start work.
Questions, report structures and language are the basic issues in the project, but how the survey is to be communicated internally is also important in order to attain a beneficial effect on customer relations.
Production, data collection and reporting
All projects are unique in their own way and there are therefore no short cuts when it comes to testing. When the data collection is under way, you and all those responsible for looking after customers/other respondents will have access to a report on the response rate, e.g. in each customer group. At designated intervals, reminders are sent to those who have not replied. After the data collection is complete, all reports are summarised, and the different indices included are calculated. The e-mail letter with report links is sent, after the completed tests, to all the recipients defined. Netsurvey's support is also prepared for questions.
Analysis and presentation
At the same time that managers responsible for looking after customers go through their reports in order to see what strengths and areas for development they have to work with in their customer relations, the analysis of the total result begins. Netsurvey's project managers and production managers work to a well tested template for analysing a customer survey. customer surveys.
Feedback and next steps
With Netsurvey's well tested process for feedback, the people in your team responsible for looking after customers receive good support.
Follow up
Once managers have identified their activities and have discussed the result, they log into the system and register what activities they will carry out. With all management plans collected in one place and linked to questions in the customer survey, you will have an overarching picture of the activities under way in your organisation. The reports show both the proportion of people in management positions who have done their feedback and how long it has taken everyone to work with the result. All activities can be reported both per question and per function in order for you to be able to choose what suits your organisation best.
Summarisation
Netsurvey's work process for customer surveys is developed in order to support and facilitate your work in carrying out the survey. With the help of Netsurvey's tools we make many stages in the process effective and we therefore save both time and money. By having a clear process, the responsibility is shared and the time scale has been set, we can deliver high quality at a reasonable price.
